Strategic Program Leader - North America Claims Key Processes & Products

Company: Chubb
Location: Houston
Posted on: June 12, 2021

Job Description:

Strategic Program Leader - North America Claims Key Processes & Products

General Description

The purpose of this strategic officer level role is to advance the communications strategy for North America Claims. Effective communications throughout the life of a claim is critical to ensure positive customer experiences. The key priority for this role is to develop and implement strategic initiatives that include leveraging new and innovative technologies to simplify and expedite delivery of relevant communications to customers and agents.

This role has both internal and external customers. Internally, the role requires a keen ability to execute in partnership with peer colleagues and C Suite executives from: Claims Technical Towers, Claims Service Operations, Global Center of Competency, Compliance, Legal, Finance, Digital, Automation, Re-Engineering, Analytics, IT, and Change Management., Externally, this leader will collaborate with Chubb's Enterprise Automation Partners and Outsourcing Partners.

There is focus on quality and compliance of communications delivered throughout the life of the claim across all channels. Communication delivery should be simple for adjusters to deliver and customers to receive.

Organizational Impact:

By providing specific insight to the leadership of each Claims disciplines, this role drives operational efficiencies and ensures compliant solutions via re-engineering, outsourcing, automation, or a combination of all three.

Key Dimensions:

The core focus of the Strategic Program Leader is responsible for transformative design and strategic implementation at a program level. This is achieved through delivery and oversight of:

• Engagement of appropriate workstream resources
• Development of user-story definition, UAT, detailed L5 processes & screen shot documentation
• Determining go-forward processes and ongoing support for automation; monitors automation performance; prioritize enhancements
• Process/procedures maintenance
• Determination of impacts to automation as changes in the technical environment occur

Major Duties & Responsibilities:

• Develop and drive implementation of strategic vision
• Leader of scrum teams
• Provide vision and direction to agile development teams and stakeholders throughout the project
• Create requirements in partnership with business leaders and SMEs
• Define the features and future outcome of the product
• Verify the as is, future state, gaps and remedial plans for initiatives
• Provide needed feature details and acceptance criteria
• Prioritize features and outcomes according to business value
• Ensure ROI
• Determine scope of initiatives
• Align and work effectively with stakeholders and key business partners
• Ensure qualified SMEs are available for the project
• Build vision in alignment with corporate strategy
• Identify gaps and build plans to resolve them
• Verify the addressable headcount
• Verify PII implications
• Collaborate with team to ensure user stories are accurately elaborated, understood and prioritized
• Participate in agile ceremonies: PI planning, daily stand-ups, etc.
• Review release plans and adjust story priority in the backlog accordingly
• Confirm stories in the backlog are in alignment with the vision and roadmap
• Utilize demonstrations and mock-ups to collect feedback and drive acceptance of stories

Preferred Education, Experience & Personal Attributes:

• 3 years' experience as a program manager or team leader; proven success mentoring, communicating and coaching team members without direct authority
• Experienced in Agile methodology (Scrum, Kanban, SAFe, XP, etc.), planning estimation and metrics, as well as Agile Tools for Project Management (JIRA, Confluence, etc.)
• Experience in leading or working in teams that are mixed in location, including globally across cultures and time zones preferred
• Basic knowledge of software development processes and procedures to understand team needs
• Bachelor's degree or equivalent experience in Insurance, Information Technology or Business preferred
• First level Scrum Master certification (CSM, PSM 1) preferred
• Exceptional problem-solving and critical thinking skills, with thorough attention to detail.
• Strong people and technical leadership skills
• Track record of high achievement in a team-based and results-oriented culture
• Ability to travel between company locations as needed
• Outstanding communication, presentation and writing skills
• Excellent organizational and time management skills
• Sharp analytical and problem-solving skills
• Creative thinker with a vision

Keywords: Chubb, Houston , Strategic Program Leader - North America Claims Key Processes & Products, Other , Houston, Texas